Totango

JANUARY 22, 2019

Recurring revenue is the lifeblood of any SaaS enterprise operating within today’s new subscription economy. The digital transformation of business has led to an explosion of demand for SaaS products, but the low barrier to entry and the fluidity it has afforded customers has created immense competitive pressures. You might also like.

Best practices 72

Best practices SaaS Upselling CRM 72

Totango

JANUARY 17, 2019

Not to get too philosophical, but each journey begins with a first step, and in the SaaS domain, that means onboarding. Salespeople can become so focused on upselling that they sell the customer a solution that’s too big, has too many features, or costs more than the customer wanted to spend. The Right Solution for the Right Customer.

SaaS 74

SaaS Enterprise Customer retention Upselling 74

Totango

SEPTEMBER 15, 2022

But the number of customer success metrics SaaS providers can track is extensive. Then we’ll look at nine of the most critical SaaS customer success metrics to monitor to ensure that your CS strategy achieves the intended results. These are just a few SaaS dashboard examples out of many you could create.

Metrics 99

Metrics Upselling SaaS Accountability 99

Netomi

NOVEMBER 14, 2022

In today’s digital-first world, and an era of remote and hybrid workplaces, the number of SaaS solutions used by companies on a daily basis is overwhelming – in 2021, organizations worldwide were using an average of 110 SaaS apps! How AI helps SaaS companies connect with customers in the moments that matter most.

SaaS 52

SaaS Multichannel Upselling Education 52

CustomerSuccessBox

APRIL 19, 2021

It’s unlike most SaaS B2B businesses not addressing customer retention. In our last blog, we discussed the 7 data points that you need to monitor to reduce customer churn, here we will talk about the 3 kinds of early warning systems to drive b2b saas customer retention. To see it live in action, request a demo here .

Customer retention 52

Customer retention SaaS B2B Upselling 52

Totango

SEPTEMBER 13, 2022

Having a playbook in place can help you deliver better results for your SaaS customers and yield higher satisfaction, retention, and revenue for your business. What Are The Benefits Of Having A Customer Success Playbook in SaaS? The benefits of customer success playbooks for SaaS providers are numerous. Onboarding.

SaaS 93

SaaS Upselling Best practices Customer retention 93

ClientSuccess

APRIL 30, 2019

When most executives think about customer success metrics, they typically refer to the core SaaS financial metrics. If current customers are the lifeblood of a SaaS business, then these metrics are the heartbeat metrics for any SaaS company. Customer Success Financial Metrics. Customer Retention Rate/Customer Churn Rate.

SaaS 46

SaaS Metrics Upselling Customer retention 46

CustomerSuccessBox

JUNE 5, 2019

TL;DR A single customer health score is not ideal for a B2B SaaS business. A SaaS customer goes through acquisition, onboarding, retention, and upsell. You look to deliver early value during the trial / demo to convert the prospect. Ultimately, you have to identify unmet needs so that you can upsell / cross-sell.

Best practices 89

Best practices SaaS Accountability B2B 89

Totango

JULY 23, 2019

Customers in the B2B and SaaS markets are inclined toward subscription options where they pay on a monthly or annual basis for a service they can discontinue at any time. This shift means there is far more value to be generated after the sale through repeated renewals, as well as possible upsells and cross-sells. The Customer Journey

Upselling 92

Upselling Customer centricity Enterprise Education 92

ChurnZero

JULY 19, 2022

SaaS companies, however, have more to lose than your local grocery store if those customers don’t sign up for more. Use this guide on how to improve free trial-to-paid conversions to help you increase your SaaS free trial conversion rate. How to calculate your SaaS free trial conversion rate. Help free trial users succeed.

SaaS 52

SaaS Feedback Personalization Upselling 52

ClientSuccess

NOVEMBER 1, 2018

Patrick Campbell, CEO and Founder of ProfitWell, a SaaS analytics platform , takes this uncertainty a step further. In a recent article , Patrick questions the overall definition of customer success, echoing a common sentiment in the industry: is customer success about combating churn or is it focused on upsells and renewals?

Upselling 61

Upselling SaaS Accountability Sales 61

Totango

APRIL 5, 2019

This could mean giving more attention to accounts that are in danger of churning or it could mean finding opportunities for upsells based on high usage rates. Gross upsell. With a quick glance at the account, you can know how to proactively proceed with the customer—either to prevent churn or to pursue upsell and renewal.

Metrics 77

Metrics Upselling Accountability Enterprise 77

ClientSuccess

SEPTEMBER 27, 2018

For many customer success teams, however, the rapid growth of the industry (especially in the SaaS world) has left heads spinning. For today’s SaaS customer relationships, it’s not enough just to work directly with the project manager or end users on your customer’s team. eBooks: Ultimate Guide to SaaS Customer Success Metrics.

SaaS 74

SaaS Finance Metrics Upselling 74

Squelch

DECEMBER 17, 2019

“By eliminating information silos, Squelch is able to guide customer support and success professionals toward the information, best practices, reports, and other associated tools needed to win renewals, upsells, and most of all, trust and loyalty.” . Schedule a demo or trial to learn more about Squelch. Additional Resources.

Upselling 80

Upselling SaaS Best practices Customer Support 80

Totango

JULY 16, 2019

Instead of capturing the bulk of customer value at the initial sale, digital companies now rely on an ongoing process of renewal and upsell that can potentially continue for years. And this repeated revenue stream is the lifeblood of SaaS and related enterprises. This has irrevocably changed how enterprises need to approach customers.

Upselling 69

Upselling Enterprise Metrics SaaS 69

Totango

MARCH 26, 2021

In today’s cloud-based environment, SaaS business models have increased awareness of how the pre-sales and post-sales phases form a unified experience from the customer’s perspective. Onboarding: your new customer takes their first steps towards becoming an active user deriving practical value from your SaaS product. Onboarding.

SaaS 68

SaaS Best practices Upselling Education 68

Totango

JUNE 25, 2019

The digitization of business has created a customer-centric economy dominated by subscription services and SaaS enterprises. The bulk of customer revenue is now gathered through repeated renewals and upsells rather than at the point of sale. Unlike renewals, upsell opportunities are not tied to a specific timeframe.

Upselling 69

Upselling Enterprise Metrics SaaS 69

ClientSuccess

APRIL 17, 2019

Jay Nathan , Founding Partner and Managing Director of Customer Imperative , which helps B2B SaaS companies services to help them grow and scale customer success, from analytics to strategy to execution. Prior to founding Customer Imperative in 2017, Jay spent over 15 years in the B2B SaaS / software space. And Who Owns the Number?

SaaS 45

SaaS B2B Upselling Engineering 45

Totango

FEBRUARY 10, 2021

Lead conversion: the decision-making process which converts a prospect into a buyer (such as signing up for a free trial of a SaaS product). Onboarding: actions your customer takes after purchase to become an active user of your product or service (such as activating their SaaS account and setting up their profile).

Customer retention 90

Customer retention Journey mapping SaaS Benchmark 90

ChurnZero

JUNE 15, 2023

With less budget to go around, some SaaS companies are merging customer success and account management into one function that’s responsible for an account’s business strategy, product adoption, and value realization, as well as its renewal and expansion. There is an old saying that you can’t cut your way to profitability.

CRM 96

CRM Sales Accountability Analytics 96

Amity

FEBRUARY 24, 2016

In this issue of the SaaS Tattler, we continue our list of Customer Success articles that are certified classics. For a limited time, we are offering an exclusive Customer Success Hero shirt to anyone who attends a public demo. • The Link Between Customer Success, Retention, and Upsells.

Upselling 48

Upselling SaaS Best practices Customer retention 48

CustomerSuccessBox

MAY 28, 2021

A Saas business which has already evolved itself to bring in a Customer Success Software integrating it with Subscription Management, Support, CRM and product usage data knows exactly- “What is the secret to Saas growth”. Now that involves two main essential activities- Retaining Customers and Upsell to consumers.

Technology 52

Technology SaaS Upselling Customer retention 52

ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. Understanding of the unique challenges and opportunities associated with SaaS companies.

SaaS 52

SaaS Upselling Enterprise industry standards 52

Totango

JULY 23, 2019

Customers in the B2B and SaaS markets are inclined toward subscription options where they pay on a monthly or annual basis for a service they can discontinue at any time. This shift means there is far more value to be generated after the sale through repeated renewals, as well as possible upsells and cross-sells. The Customer Journey

Upselling 63

Upselling Customer centricity Enterprise Education 63

Amity

AUGUST 17, 2017

Most SaaS tools have a free trial. Most companies have help centers, demo videos, and marketing collateral floating around on their website. Upsell and renewal strategy - Did you own upsells and/or renewals? You should know this before you go in. Acquaint yourself with this content. How did you approach that?

Upselling 69

Upselling industry standards SaaS Accountability 69

ClientSuccess

FEBRUARY 8, 2023

Customer lifetime value : measuring the total lifetime contract value of a customer, including upsells, renewals, and expansions, is what keeps the value of your business trending upward over time. Keeping track of your customer billing delinquency incidents ensures visibility and allows for quick action.

Metrics 75

Metrics Upselling B2B SaaS 75

ChurnZero

APRIL 26, 2019

Look beyond the typical CS metrics (such as renewals or upsells) and be ready to answer questions around ramp-up times and training delivery methods. Tip 2: Introduce Your Product Early (Demo, Demo, Demo!). Likewise, consider having your new CSM sit in on demos. Customer Success Around the Web.

Coaching 58

Coaching Metrics Upselling SaaS 58

Totango

MARCH 24, 2020

The resulting subscription and SaaS supplier models spread customer lifetime value across repeated cycles of renewal and upsell and give customers the power to walk away if they’re not satisfied. These tools let you prioritize your accounts so that those in danger of churn and those ready for renewal and upsell get fast attention.

B2B 59

B2B Management Upselling SaaS 59

ChurnZero

JANUARY 17, 2020

In a SaaS company it is vitally important to know how and when my customers are using the platform in order to take advantage of a patterns… [one can] see an upsell opportunity or save a customer from churning by seeing a decline in usage.” . Or perhaps upsell opportunities? Request a demo here. .

Best practices 72

Best practices Upselling Accountability SaaS 72

Totango

JANUARY 10, 2019

You’re an expert at providing the quality SaaS and subscription products your customers love. It should let you identify customer portfolios and segments and compare revenue values with churn, renewal, upsell and other metrics. Top SaaS companies with flexible, innovative. Image courtesy shutter2u.

Enterprise 63

Enterprise SaaS CRM Upselling 63

ClientSuccess

APRIL 17, 2019

Jay Nathan , Founding Partner and Managing Director of Customer Imperative , which helps B2B SaaS companies services to help them grow and scale customer success, from analytics to strategy to execution. Prior to founding Customer Imperative in 2017, Jay spent over 15 years in the B2B SaaS / software space. And Who Owns the Number?

SaaS 40

SaaS B2B Upselling Engineering 40

ClientSuccess

DECEMBER 4, 2018

Is it growing customer upsells? eBooks: Ultimate Guide to SaaS Customer Success Metrics. Learn more about how ClientSuccess can help your company develop a strong Customer Success methodology and strategy with easy-to-use customer success software by requesting a 30-minute demo. Increasing customer satisfaction?

Upselling 63

Upselling SaaS Accountability Metrics 63

ClientSuccess

NOVEMBER 26, 2018

While many customer success managers (CSMs) are well-versed in the day-to-day activation and implementation conversations with customers, introducing them to additional services, turning them into advocates, and having upsell conversations, their customer marketing strategies and results can often fall short.

Marketing 56

Marketing Upselling SaaS Customer retention 56

ClientSuccess

NOVEMBER 21, 2017

We’ve all been there: A customer relationship is going well and there are no obvious problems or red flags in sight, yet when it comes time for a ‘serious talk,’ such as a renewal conversation or upsell demo, there is suddenly radio silence on the customer’s end. Ultimate Guide to SaaS Customer Success Metrics.

Upselling 50

Upselling Metrics SaaS Best practices 50

Amity

AUGUST 17, 2017

Most SaaS tools have a free trial. Most companies have help centers, demo videos, and marketing collateral floating around on their website. Upsell and renewal strategy - Did you own upsells and/or renewals? You should know this before you go in. Acquaint yourself with this content. How did you approach that?

Upselling 61

Upselling industry standards SaaS Accountability 61

ClientSuccess

FEBRUARY 13, 2019

Whether your team measures expansion by upsells, renewals, or new users, CSMs are the backbone of driving expansion and retention—true growth. eBooks: Ultimate Guide to SaaS Customer Success Metrics. We get it: there are so many things CSMs have to keep track of on a day-to-day basis that it can be hard to look down the road early on.

Upselling 54

Upselling Accountability SaaS Customer centricity 54

ClientSuccess

MAY 8, 2017

And, like most industries, every single SaaS company is different. A SaaS-focused CSM will help a customer get implemented or activated on their new platform or product, train individual departments to ensure long-term success, and then work with them through any immediate issues that arise.

Upselling 42

Upselling SaaS Metrics Accountability 42